Exec Dir Brand & Customer Comms

Consumers Energy•Adrian, MI

3d•Hybrid

About The Position

Consumers Energy is Michigan’s largest energy provider, serving 6.8 million residents across the state. This leadership role is responsible for defining, governing, and activating the company’s brand and customer communications ecosystem. The position sets the strategic direction for all customer and external communications, ensuring clarity, credibility, relevance, and trust in a regulated environment. As the senior steward of the brand voice and customer narrative, this role establishes the strategy, governance, and operating model that unifies brand, communications, marketing, Voice of the Customer, and Experience Design into a cohesive system. The Executive Director holds end-to-end accountability for customer-facing communications strategy, development, execution, and measurement, encompassing brand strategy, content and creative services, channel strategy, operational communications, and the necessary tools, standards, and processes for large-scale delivery. The role translates business priorities into clear narratives, integrated campaigns, and customer experiences that foster trust, engagement, and program participation, with success measured by impact on brand health, reputation resilience, execution speed, and customer and business outcomes.

Requirements

Experience operating in regulated or highly scrutinized industries (e.g., energy, financial services, healthcare, telecommunications)
Demonstrated ability to translate business strategy into clear, compelling narratives that drive measurable outcomes
Fluency in digital channels and marketing technology, with experience applying data and AI responsibly (automation, personalization, and insight generation) in regulated environments
Strong executive presence with the ability to influence senior leaders
Proven leadership and talent development skills, including building senior leadership capability, holding teams accountable for outcomes, and fostering a culture of rigor, collaboration, and customer-first thinking.
Proven executive leadership experience in brand, communications, or marketing roles within complex organizations
Track record of leading integrated campaigns that influence customer behavior at scale
Experience building and leading high-performing teams
Bachelor's degree in Business, Communications, Strategy or related field and 12+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations.
Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results.
Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments.
[OR] Associate's degree in Business, Communications, Strategy or related field and 14+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations.
Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results.
Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments.
[OR] High School diploma and 16+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations.
Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results.
Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments.

Responsibilities

Establishes performance management, operating cadence, and governance for brand, communications, and experience investments, leveraging data, digital platforms, marketing technology, and responsible use of AI to improve effectiveness and speed-to-market.
Leads enterprise Experience Design efforts across digital and assisted channels, embedding research, usability, accessibility, and design standards to reduce customer effort and improve task success.
Provides enterprise leadership and strategic direction for brand, communications, marketing, Voice of the Customer, and Experience Design, ensuring these functions operate as an integrated system aligned to business priorities.
Establishes and stewards clear enterprise narratives, brand standards, and governance to ensure consistent, accessible, and compliant communications across all customer and stakeholder touchpoints.
Leads integrated communications and marketing strategies that build trust, support reputation resilience, improve understanding, and drive measurable customer behaviors including program participation, digital adoption, and service outcomes.
Oversees enterprise service communications and customer journey engagement across key moments, ensuring clarity, relevance, and scalability during routine operations as well as high-volume or sensitive events.
Builds, develops, and leads a high-performing organization with clear decision rights, accountability, and a healthy, inclusive culture, partnering across the enterprise to deliver consistent and impactful customer experiences.
Elevates Voice of the Customer into a trusted enterprise capability, translating customer feedback, sentiment, and behavioral insights into prioritized actions and closed-loop performance improvements.
Other duties as assigned or may be necessary.